Abstract. Information and Communication Technology (ICT) is being provided to the variety of endusers demands, thereby providing a better and improved management of services is crucial. Therefore, Service Level Agreements (SLAs) are essential and play a key role to manage the provided services among the network entities. This survey identifies the state of the art covering concepts, approaches and open problems of the SLAs establishment, deployment and management. This paper is organised in a way that the reader can access a variety of proposed SLA methods and models addressed and provides an overview of the SLA actors and elements. It also describes SLAs’ characteristics and objectives. SLAs’ existing methodologies are explained and categorised followed by the Service Quality Categories (SQD) and Quality-Based Service Descriptions (QSD). SLA modelling and architectures are discussed, and open research problems and future research directions are introduced. The establishment of a reliable, safe and QoE-aware computer networking needs a group of services that goes beyond pure networking services. Therefore, within the paper this broader set of services are taken into consideration and for each Service Level Objective (SLO) the related services domains will be indicated. The purpose of this survey is to identify existing research gaps in utilising SLA elements to develop a generic methodology, considering all quality parameters beyond the Quality of Service (QoS) and what must or can be taken into account to define, establish and deploy an SLA. This study is still an active research on how to specify and develop an SLA to achieve the win-win agreements among all actors.

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